Senior Contact Centre Specialist

Optus is an Australian telecommunications company, delivering more than 11 million services to our customers every day across mobile, broadband and digital solutions.
As the Senior Contact Centre Specialist, you will facilitate the delivery of managed services and technical support for Contact Centre technologies in accordance with the contracted service level agreements with a major client relationship. You will work with Optus business customers, internal stakeholders and vendors to provide technical support and assist with incident management.

This role is accountable for delivering brilliant service to a large enterprise customer across key technologies including CISCO UCCE, NICE MPower, Verint, Cyara. A strong vendor management focus is key in this role, working closely with various vendors, driving the right outcomes for our customers.

Your work hours will be between 7am–7pm, Monday to Friday, with rosters issued four weeks ahead. Occasional after-hours work may apply, with on-call and overtime allowances available.

What You’ll Do

• Help us keep our customer systems running smoothly by ensuring important issues get the attention they need.
• Play a key role in keeping our customers happy by communicating clearly, sharing your knowledge, and responding promptly.
• Contribute to our exciting journey in supporting cutting-edge contact centre technologies and existing on-premise technology
• Learn and work within a structured environment that follows standard IT service management practices (based on ITIL principles).
• While certifications from major contact centre vendors (like NICE CXOne Cisco UCCE, Verint) are a plus, they're not a must-have – we value your potential to learn and grow!

What makes you perfect for the role?

• Strong problem-solving skills and a proactive approach.
• Excellent communication and interpersonal abilities.
• Willingness to learn and contribute to a team environment.
• Ability to follow processes and guidelines.
• A genuine interest in the world of Contact Centre administration/configuration

What’s in it for you?

• Competitive remuneration and employee discounts. Make life easier (and more affordable) with $80 monthly credit and 25% off Optus products and unique shopping discounts with our retail partners.
• Flexible working arrangements with opportunities to work three days in the office, two days remote or home.
• Vibrant and collaborative office campus that includes cafes, convenience store, chill out zones, GP, post office, gym and on-site childcare centre.
• Competitive leave policies, including additional 'Connected’ days to focus on culture, family, health, community, or whatever’s important to you.
• We support growing families with inclusive, carer-neutral paid Parental Leave of up to 16 weeks.
• Direct your own development and build future-ready skills with Optus U’s industry-focused micro-credentials, developed with La Trobe and Macquarie Universities.
• Build meaningful connections through employee-led networks and diversity initiatives including Culture Connect, Elevate Women, Disability Network and Express Yourself (LGBTQIA+).
• Put your wellbeing first with free access to counselling and support services, 24/7 — in-person, by phone, SMS, or video.

At Optus, we are strengthened by others and that means valuing diversity and saying ‘yes’ to embracing individual differences. We are committed to ensuring that our application process provides an equal employment opportunity to all job seekers, including individuals from diverse gender, cultural and linguistic backgrounds, individuals with a disability, individuals identifying as being part of the LGBTQIA+ community, individuals who may have served in the armed forces or who identify as Aboriginal and/or Torres Strait Islander. We also want to do our best to make our recruitment process inclusive. If you require any adjustments or accessibility support to participate fairly and equitably in the recruitment process, please email AccessibleRecruitment@optus.com.au or call 1800 309 170. We're here to help. When you contact us, please advise your preferred method of contact and we will be in touch within 48 hours.

For more information on Diversity, Inclusion & Belonging at Optus, please visit https://www.optus.com.au/about/inclusion-diversity